Responsibilities

• Manage a global team of engineers focused on end user technology along with service desk professionals who field high service level expectations while ensuring consistent support across all global locations
• Foster a high-performing team by setting clear performance objectives and conducting regular performance reviews
• Manage budgets, asset inventory, vendors, and other partners
• Collaborate with internal business units including Procurement, Facilities, IT Security, IT Infrastructure, and more as appropriate
• Manage full user lifecycle including onboarding, equipment provisioning, enterprise applications, user deprovisioning, and equipment retrieval and sanitizing, including:
• Desktops/laptops
• iOS devices
• Application packaging and distribution processes
• Enterprise printing services
• ITSM Tools
• Oversee the daily operations of the global IT service desk, ensuring timely and proactive resolution of IT support requests
• Executive support services
• Manage incidents between firm and SaaS desks
• Coordination with family office support services
• Manage third party helpdesk providers globally
• Oversee the end user engineering function including:
• Enterprise applications administration such as Box, Slack, Zoom
• OS upgrades, application packaging, OS and application patching
• Telephony, conference room equipment, and other collaboration technology
• Remote access including VDI, enterprise browser, and mobile device engineering
• Implement and maintain ITIL best practices and service management frameworks to improve service quality and efficiency
• Develop and monitor key performance indicators (KPIs) to assess and enhance team performance
• Ensure a high level of customer satisfaction by maintaining service excellence and serve as a point of escalation for the most critical issues
• Stay on top of the latest developments in desktop hardware, software, and services provided by vendors, and recommends upgrades and alternatives to more effectively meet business need
• Collect feedback from end-users to improve service delivery and user experience
• Identify and drive initiatives for process improvements to streamline operations, increase productivity, and enhance service levels
• Prepare and present regular reports on service desk performance, end user technology trends, and areas for improvement to senior management
• Manage both incident and problem management processes, ensuring root cause analysis and effective resolution

Qualifications

• Bachelor’s degree required
• 10+ years of work experience in a related role; previous experience at a global organization a plus
• Seasoned people manager with track record of building and cultivating high-performing global teams
• A proven manager and team leader who is detail-oriented, organized, and strategic-thinking, with the ability to delegate and collaboratively resolve issues
• Client-focused mindset with ability to interact confidently with colleagues at all levels within the organization and with varying degrees of technology competency
• Experience and competency with Microsoft Windows and Office applications, iOS, Video Conferencing, Office365, Azure, FreshService, Mobile Device Management, software application packaging, and remote support experience a plus
• Ability to work in a fast-paced environment and retain professionalism and accuracy
• Strong attention to detail with the ability to be proactive, solve problems, think ahead, and multi-task daily
• A strong work ethic and ‘can do’ attitude: motivated, flexible nature, team-player spirit, ability to maintain composure at all times
• Strong comfort and experience liaising with internal and external contacts at all levels
• Excellent written and oral communication